WFM Operations Partner Lead
On-siteHyderabad, Telangana, India
Job Summary
Act as the primary interface between Workforce Management and Operations, ensuring WFM disciplines are consistently understood and applied in operational decision-making. Translate complex WFM insights into clear trade-offs and constructively challenge decisions that undermine workforce plans to shift operations from reactive to planned, data-driven execution. Mentor Intraday and Scheduling Specialists through guidance and coaching while maintaining a dotted-line connection rather than direct people management. This role requires 2–4 years of WFM/Ops experience in high-volume environments, with specific knowledge of KYC, FinCrime, or regulated operational settings. You must demonstrate the ability to interpret data trends, identify leading indicators, and proactively prevent risks rather than firefight. Flexible to work weekends and public holidays. Join Wise's Operational team in Hyderabad to help build a new network for the world's money.
Required Qualifications
- 2–4 Years WFM/Ops Experience
- Proven track record in high-volume, scaled environments (Contact Centers or Shared Services)
- Financial Services Knowledge
- Specific understanding of KYC, FinCrime, or regulated operational environments
- The "Translator" Ability
- Strategic Assertiveness
- Analytical Reasoning
- Stakeholder Management
- Forward-Looking Mindset
- Change Management
- Flexible to work weekends/Public Holidays
- Schedule optimization experience / knowledge on how is it done
- You have been in your current role for at least 12 months at the time of application
- Your last GrowWise rating is "clear impact" and on track or above
- You are not on an active disciplinary action and/or Performance Improvement Plan
Desired Qualifications
- Strong stakeholder management
- Welcome challenges with a positive attitude
- Easily adapt to changes
- Extremely guided towards teamwork/collaboration
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